Cantona Chat Hub
How we handle the messages you send us. Last updated 5 October 2026.
Cantona BV operates the padel and sports centres trading as GARRINCHA and OWAZA. When you message one of our centres, your message is answered by our staff using an internal tool we built and run ourselves, called the Cantona Chat Hub.
This notice explains what the Chat Hub does with your message. It covers only that: it is not a notice about our websites, our booking systems or our marketing. Cantona BV is the data controller for everything described here.
The Chat Hub receives and answers messages sent to us on:
If you reach us another way — by phone, in person, or through a booking platform such as Playtomic — that conversation is not handled here.
| What | Why we need it |
|---|---|
| The content of your messages, and anything you attach — photos, voice notes, documents | It is the question we are answering. Attachments are copied into our own storage so a conversation can still be read after the platform's temporary link expires. |
| Your name or profile name as the platform gives it to us | So our staff can address you, and so two people are not confused with each other. |
| The account you wrote from: your phone number on WhatsApp, or the per-page identifier Meta gives us on Messenger and Instagram | To send the reply back to you, and to recognise you if you write again rather than starting from nothing each time. |
| Which centre you contacted, when each message arrived, and whether it has been answered | To route your message to the right centre and to make sure it does not go unanswered. |
| Which member of staff replied, and under which named operator | Several of our centres share one staff account. Recording who actually replied means we can answer a complaint about a reply, and it keeps our staff accountable for what they send you. |
| Internal notes, labels and the topic our staff assign to your conversation | To hand a conversation over between colleagues without asking you to repeat yourself. These are written by staff, not by you, and are never sent to you. |
Where the number you message from matches a customer record we already hold — for example a booking account — we may link your conversation to it, so that whoever answers can see your bookings rather than asking you for them. If there is no match, no link is made and your conversation stands alone.
We rely on two legal bases under the GDPR. Answering a message you sent us is carried out to perform or prepare a contract with you — you asked us something about our service and we are replying. Keeping a record of the exchange, including who replied, rests on our legitimate interest in being able to resolve a dispute, train our staff and show what was actually said.
We do not use the content of your messages for advertising, and we do not sell it. If we ever want to send you marketing, we ask for your consent separately and you can withdraw it at any time.
We do not use artificial intelligence to read or answer your messages. Every reply you receive from us was written by a person.
Inside Cantona BV, a conversation is visible only to staff with access to the centre it belongs to, plus a small number of head-office staff. Access is granted per person and per centre, and it is logged.
Outside Cantona BV, your message passes through:
These providers act on our instructions under a data processing agreement. We do not share your conversation with anyone else unless the law requires it.
We keep a conversation for as long as the record is useful to us, and we do not delete it automatically. We would rather tell you that plainly than quote a retention period we do not in fact enforce.
The one thing that is deleted on a schedule is our technical log of incoming deliveries — the record that a message arrived at all, with no message content in it. That is pruned after 90 days.
If you ask us to erase your conversation, we will, except where we are required to keep it — for example an exchange that forms part of a billing record or a legal claim.
Under the GDPR you may ask us for a copy of what we hold about you, ask us to correct it, ask us to erase it, ask us to restrict or stop a particular use of it, and ask us to send it to you in a portable form. You may also object to processing we carry out on the basis of legitimate interest.
Write to moe@garrincha.be and say which channel and which number or account you wrote from, so we can find the right conversation. We answer within one month.
If you are not satisfied with our answer, you can complain to the Belgian Data Protection Authority, the Gegevensbeschermingsautoriteit / Autorité de protection des données.
Our centres are used by young people, and a parent or guardian may message us about a child. We ask that children under 16 do not message us directly; where we can tell that they have, we deal with the question and keep no more than we need to answer it.
If we change how the Chat Hub handles your messages, we update this page and change the date at the top. The current version is always the one you are reading.